POSTAGE, RETURNS & REFUNDS

POSTAGE

The following terms & conditions apply to all forms of postage offered and/or made available by us to our customers including 'complimentary postage', 'discount postage' and 'free postage' codes redeemable at checkout. These codes will only ever be issued by Special Event Merchandising (Aust) Pty Ltd via e-mail.

In general, postage for most orders placed through our online store will be charged at a flat fee as stated during the checkout section of your transaction.

Please note : We reserve the right to contact you and charge a more appropriate postage fee if your order exceeds the reasonable weight or volume covered by our flat fee. Your order will be placed on hold until will are able to contact you regarding any additional postage fees. Our flat fee will generally cover postage for an individual order, but should not be considered appropriate to cover the postage of multiple orders, combined orders or bulk orders.

All orders are sent as "Authority to leave" as default, unless a request is received at checkout from the customer.

Please note :

• Not all items are held in stock at time of purchase.
• Delivery may take up to 3 weeks although will usually be within 7 days unless your order includes pre-sale or post-event items.
• Delivery is made through Australia Post's E-Parcel system.
• A tracking number will be automatically sent to the customer upon dispatch.
• On very rare occasions, orders may be split across multiple deliveries depending on stock availability. Under such circumstances you will only ever incur one flat fee delivery charge, unless your order exceeds what we consider a reasonable weight and/or volume covered by our flat fee.

 

RETURNS

Our policy lasts 30 days from order date. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that we will only refund faulty items where a replacement can not be supplied or exchanged for a similar product that the customer agrees to accept.

For certain returns, we may require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

LATE OR MISSING REFUNDS

If you've not yet received your refund, check with your financial institution to see if it is yet to be processed. It may take some time before your refund appears on your activity statement. If you’ve checked your account activity and you still have not received your refund please contact us at accounts@specialevent.com.au.

SALE ITEMS

Only regular priced items may be refunded. Sale items cannot be refunded or exchanged unless faulty.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at accounts@specialevent.com.au and send your item to Special Event Merchandising (Aust) Pty Ltd, 32 Nelson Street Moorabbin VIC 3189. Please ensure that you include your order number and preferred contact details.

 

POST-EVENT ITEMS and SPECIAL ORDERS (selected events only)

Post-event items are items available for a limited time and produced once an event has concluded. Post-event items are exclusively manufactured to meet the order requirements at that time. When ordering an Post-event item, please ensure you select a suitable size. Surplus quantities of post-event items are not produced and as such these items can not be returned or exchanged if an incorrect item or size is ordered.

Special Orders are items requested by a customers that fall outside of the available event range. Special Orders may take longer than normal to produce and are considered a 'one-off' order. Special Order items can not be returned or exchanged if the incorrect item or size is ordered.

Please note that Post-event Items and Special Orders may take up to 4 weeks for delivery after the close of the order window.

Generally speaking, order windows are closed approximately one week after the conclusion of the event.

 

SHIPPING

To return your product, you should mail your product to Special Event Merchandising (Aust) Pty Ltd, 32 Nelson Street Moorabbin VIC 3189. A trackable delivery service is highly recommended.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary. You will be provided a tracking number top keep track of your item.

If you are shipping an item with a value exceeding AUD$50, you should consider purchasing shipping insurance. We can not guarantee that we will receive your returned item.